Customer Service Representative, Kaihāpai Moni

1 month ago

Auckland City, New Zealand New Zealand Government Full time

**Ministry of Social Development**
- **Permanent, Full time 37.55 hours per week**:

- **Starting Salary: $60,707 with annual progression.**:

- **Start date: Monday 17th February 2025**

Join a high-energy, whanau-focused, supportive team working together to uplift and provide mana enhancing assistance to clients over the phone.

**What you'll be doing | He aha tau e mahi ana**

As the first point of contact for our clients, you'll provide **inbound phone-based support **to a diverse range of people. You'll use empathy and active listening to understand their needs and help navigate often complex situations.

Your responsibilities will include:

- Guiding clients through their queries and providing effective solutions.
- Making important decisions to ensure clients receive appropriate support.
- Maintaining professionalism in sensitive situations where requests cannot be granted.
- Keeping callers informed while ensuring they feel respected and understood.
- Our robust training program will set you up for success, helping you to confidently problem-solve and make a meaningful impact in your community.

Hear from some of our CSRs here: Customer Service Representative Insights

**What you'll need to succeed | Ko nga mea ka hiahiatia e koe kia angitu**
- **Personal resilience**: Ability to look after your own wellbeing so you can support others effectively.
- **Interpersonal skills**: Warm, engaging, empathetic, and understanding in all interactions.
- **Critical thinking**: Ability to identify needs and offer tailored solutions, recognizing that one size does not fit all.
- **Self-awareness**: Awareness of your own values and beliefs, and how these impact others.
- **Growth mindset**: A commitment to learning and growing so you can deliver the best outcomes for whanau.
- **Empathy and communication skills**: You enjoy meaningful conversations, understand client needs, and communicate with cultural sensitivity.
- **Resilience and adaptability**: You're able to stay positive and composed, even in challenging situations.
- **A willingness to learn**: You embrace change, adapt to new technology, and seek personal and professional development.
- **Attention to detail**: You work efficiently, accurately, and make sound decisions.

**What's in it for you l Nou te rourou**
- Annual salary progression every October.
- Access to employee wellbeing programs, including the Employee Assistance Programme (EAP).
- Discounted Southern Cross Health Insurance.
- Capability Development Framework to support your career aspirations.
- Accident insurance coverage while on the job.

**Our current operating hours | Nga haora mahi**

You'll work 37.55 hours per week, over 5 days, rostered across the following times:

- Monday to Saturday: Between 6:30 am - 10:00 pm.
- Standard operating hours: Monday to Friday, 7:00 am - 6:15 pm; Saturday, 7:30 am - 1:30 pm.

We work on a no surprises basis, ensuring your scheduled shifts are communicated well in advance. Flexibility is essential during emergencies or national responses.

**What is one word that best describes you in a professional setting? Why did you choose that word?**

**Key recruitment dates**:

- Applications close: 8th December 2024, at 11:59 pm.
- If you are shortlisted, you'll be invited to complete a virtual video assessment, starting from 2nd December 2024.
- Interviews: Held at the Henderson Contact Centre from 7th January 2025.

**Other information**:
**Position Description**

**Salary range: $60,707.00 - $72,990.00

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